Abstract:
Academic libraries are service oriented institutions whose focus is to fulfill users’ needs and also
expect their demands. Library patrons have different information needs that if not effectively
attended to, can lead to information obesity especially in the current massive information
available on the internet. This therefore calls for total quality service provision in libraries with
ongoing improvement. Total quality management (TQM) ensures that all members of the
organization work together to continuously improve the processes, products, services and the
culture in which they operate. This leads to long-term success through customer satisfaction. The
study sought to assess application of total quality management on performance of library
operations at Chuka university library as three objectives namely to identify TQM practices
employed at Chuka University library, determine the relationship between TQM and
performance at Chuka University library and establish TQM strategies that improve performance
at the University library. Mixed methods using an online survey questionnaire and interviews
were used for data collection from a total sample of 200 respondents comprising library staff and
the library users. Quantitative data was statistically analysed while qualitative data was analysed
using thematic analysis. Library management at Chuka university employs total quality
management that includes provision of quality and timely services, time management and
operational information systems ensuring effective operations and service delivery to users. In
order to ensure effective total quality practices for improved performance in academic libraries,
effective communication, fact based decision making, strategic and systematic employee
involvement and good leadership are necessary.
